While it can be difficult to predict when you may need to cancel or reschedule a session, we require at least 2 full business days notice. Note that public holidays/weekends are not included in this notice period.   This means by 9:00am 2 business days before your appointment.

Example: Your appointment is on a Tuesday.  You will need to ring us by 9:00am on the prior Friday (Sat and Sun are not business days).

Appointments can be in high demand, and your early cancellation will give us the opportunity to offer the appointment to another person who may need urgent support.

• If you cancel after 9am 2 business day’s before your appt, 50% of the fee will apply.
• If you cancel with less than 1 business day’s notice or do not attend your appointment, the full fee (100%) will apply.

Please note late cancellation fees are not covered under Return to Work, Comprehensive Third Party, private health fund or Medicare.

If you are ill and unable to attend, a TeleHealth or Phone consultation will be offered.  In case of emergency where you are unable to attend, the first occurrence may be rescheduled on compassionate grounds.  Any further cancellations will require 2 business days’ notice.

In the event that an appointment has been prepaid, the funds will be held in credit for the next appointment.

The reasons for our cancellation policy are to ensure that our services are provided equally and fairly to all our clients who need them.

Unfortunately, if you do not show up for your appointment or cancel without giving adequate notice to us, you are taking away the opportunity for another of our clients to fill in your spot.

We understand that from time-to-time things can go wrong that are beyond the control of our clients and in such circumstances of emergencies and extenuating circumstances, we will endeavour to respond to your situation as quickly and as fairly as possible, provided that you grant us as much notice as possible.

You are advised of our cancellation policy frequently:

– When you first book to see one of our psychologists
– In your booking confirmation email
– In the email appointment reminder
– In the SMS reminder
– In booking notifications when booking online
– On our website
– Right now

Please note that while we endeavour to help remind you of your appointments via email and SMS reminders outside of the cancellation period to give you plenty of time to reschedule should you need to, these should not be relied upon and it is your responsibility to remember appointments you have made.

Please note that our software captures when this information has been sent and received. In addition, our telephone system captures call history data including the date and time of inbound and outbound calls and voicemail recordings.

As part of providing a professional psychological service, ProMind Psychology will need to collect and record personal information from you that is relevant to your current situation.

For a copy of our ‘Policy for Management of Personal Information’ which explains how we look after your information, look here: https://promindpsychology.com.au/privacy-policy/

Please note – ProMind Psychology is not a bulk billing clinic.

Fees vary depending on which psychologist you book with.

To access services your credit card details will need to be collected and stored in Australian Security compliant software.

For therapy sessions, we process your payment via your credit/debit card in the morning, one business day before your scheduled appointment.

Insufficient funds – There may be an additional fee of $5 following 3 failed attempts to process payments for more than one therapy session to cover administrative costs.

ProMind Psychology reserves the right to reschedule appointments at any time, without compensation, if it is deemed necessary due to staff illness or other unforeseen circumstances; if a payment has been processed, the fee will be credited towards your subsequent appointment. Should the credit not be used within 6 months of the original appointment the credit will be forfeit.

If you have a referral from your GP, your Medicare rebate on your behalf after you have attended your appointment.

If you are claiming under a Mental Health Care Plan, you are eligible for a Medicare rebate of  $96.65. It is your responsibility to ensure the Mental Health Care Plan is valid and we can not be held responsible for rejected rebates if you have used sessions on your referral with another psychologist.

Provisional Psychologists are not eligible for any rebates which is why their fees are significantly reduced.

Please note that there are additional costs for any other services outside of therapy, including but not limited to email counselling, phone calls to third parties (schools, other medical professionals, etc) and any reports or letters that your clinician has agreed to complete.

There is no charge for letters as required by legislation for Medicare, which is included in the service.